Presidium have been providing 24/7 support for our Blackboard implementation since October last year. They offer Tier 1 support for all faculty e-learning queries, and escalate those requiring additional interventions from on-campus staff directly to us.
We've been delighted with the results so far, and have just renewed the contract for next year: feedback about the professionalism/speed of response has been overwhelmingly positive, and the Knowledge Base of resources offered is comprehensive and flexible. The effects on our overall support have been great: it's freed up our on-campus staff to spend more time on the developmental/more advanced issues than repeat how-to queries; additionally it's made the support process more joined-up, streamlined and transparent than ever before, and the management information we get based on the queries helps us to quickly identify recurring support needs and patterns. (Incidentally, a colleague and I presented on this topic to a couple of conferences this year - if you're interested, the supporting resource can be found here: http://e-learningsupport.pbwiki.com/FrontPage)
The arrangement is tailored specifically to the needs of our campus, so it would be well worth discussing your particular support needs with them. We have regular contact with our account manager (in spite of the time zone differences!) and a good level of support from the company.
Hope that helps - if you do require any additional information, please feel free to contact me.
Senior Lecturer - Curriculum Innovation
Learning & Teaching Institute, Sheffield Hallam University, Sheffield S1 1WB
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